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Republic Help Updates

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You're all probably wondering why the new Community isn't up yet. During migration, we ran into a few issues that significantly delayed our original timeframe. Since our Community is so essential to our support model, we felt uncomfortable leaving it down any longer. We will be rescheduling the migration for a later date and time during non-business hours with minimal impact to Community. We apologize for the delay and appreciate your patience as we continue work with our partner to bring you the new platform.

On Tuesday, August 25, the underlying technology platform that runs our Community will be upgraded to the newest version. We’re super excited about the opportunities that this upgrade opens up to us, and we’ll be gradually implementing new features and settings in the months after we upgrade.

 

On Tuesday, all Community sites will be offline from about 1p.m. - 7p.m. ET. We’ll be migrating all of our history - about 3 years worth of Open Mic discussions, Knowledge Center documents, and Think Tank ideas - to the new version during that time. You can watch the Republic Wireless System Status page to see when Community is back up.

 

While Community is down, Republic Wireless is still here to help - please Submit a Help ticket for any issues.

 

Post-migration, you will be able to log in using your same username and password. You can expect all the same functionality as our current Community, but as with any upgrade, there will be changes to get used to. Here are a few of the things that are changing:

 

  • Simplified Community and Knowledge Center home pages
  • Name changes to secondary navigation items
  • Additional topic-based pages in the Knowledge Center
  • Restructuring of the underlying Knowledge Center information architecture
  • New search widget on the Community home page

 

I expect some glitches will surface and some bugs will be uncovered, and I know that you, our loyal users, will likely find them. We’ve set up a feedback form on the lower right-hand corner of the new Community specifically for you to report those discoveries straight to the Community team. Please use it! While it’s fine to comment on the new Community (we’ll start a thread for this), for bugs and glitches it’s much more efficient for us to manage a structured format.    Don’t use this form for support questions, open a Help ticket instead. Also hold your non-critical look and feel (UI) feedback for the first week or so, as we’ll be focused on getting the settings and bugs worked out before we start to take feedback on the interface.

 

We’ve been working toward this migration for several months, and are super excited to move forward with it. We’re even more excited to gradually take advantage of the additional features over the next few weeks and months. We’ll be asking for your feedback in the forums as we try different things out, so keep your eyes peeled for ways you can help us improve.

Today, we’re thrilled to announce that cell to WiFi handover will begin slowly rolling out to our members over the next week!

 

Read the full post on our blog, PWK.

We are adding certified pre-owned devices for sale in the Republic Wireless store starting today, 8/6/2015. The device options offered in the store will be based on current inventory numbers and are subject to change at any time as supply fluctuates. Certified pre-owned devices sold through the store come with a 30 day money back guarantee on service and device. For more information, please see the following Community documents:

 

Republic Wireless Phones

Money Back Guarantee

kashley

Salsa Lab Begins Today

Posted by kashley Aug 4, 2015

Keep an eye on your email inbox to find out if you've been selected to participate in the next Republic Lab, Salsa.

 

Screen Shot 2015-08-04 at 3.04.56 PM.png

We're aware of the Android "Stagefright" vulnerability that many of you are discussing on social media, our community forums, and tickets. We take our members' privacy extremely seriously.

 

Some of the reports about this issue have suggested that Android OS versions newer than 4.2 are less likely to be affected by this issue. All of our phones (except the DEFY XT) are on Android 4.2 or above. It's always a smart idea to keep your OS updated to the most recent version. To check your version and update to the most recent Android version, follow the instructions here.

 

For DEFY XT users, keep in mind that MMS isn't supported, so this vulnerability is not applicable to you.

 

If you have additional questions, these kinds of OS updates are owned and managed by our partner, Motorola. You can contact Motorola Support with your questions.

 

****************************************************

Update as of 8/12/15

In the next few days, we will start receiving from Motorola new OS builds with a Stagefright patch. Motorola will be sending us a unique new build for each one of our affected devices, staggered over time as they are available. You can keep current with Motorola's Stagefright communications on their website.

 

 

After we receive a build from Motorola, each one will go through the Sprint and Motorola lab processes. Barring any issues, each build will then be released to Republic Wireless devices as a software update (maintenance release (MR)).  We are working to update each device as quickly as possible. The inclusion of the Stagefright patch will not affect the 5.1 Lollipop upgrade timelines. In some cases, it will mean adding the Stagefright fix to the Lollipop Upgrade MR currently in process.

  

 

 

Receiving these OS builds, moving them through the lab processes, and releasing the MR’s will take time. The start date for each device will be staggered as Motorola makes the new build available to us. We are working on the timeline for when you can expect to receive your MR. We assure you that we take your security very seriously and continue to view this as a critical update. We will continue to monitor and remain in tight communication with our partners, and with you.

******************************************************************

 

Update as of 7/28/15:

 

We understand many of you are concerned about the Stagefright news article centered around the security of your phone. We take this very seriously and are currently in contact with our partner to gain more knowledge about these vulnerabilities and what that means for you. At this time, there are some things we know, and some things that we don’t know. Rest assured that we’ll remain in close contact with our partner and we’ll continue to post updates as we have them.


What we don’t know:


  • At this time, we do not know for sure which versions of the Android OS are susceptible to this vulnerability, or if some versions are more susceptible than others. 

What we know:
  • The vulnerability potentially affects MMS (including pictures, videos and group messages) and mobile browsers.
  • Depending on which OS versions are affected, any patches or updates could require an Over the Air (OTA) update, which involves close collaboration with all of our partners.

Temporary workaround:
Until we have more information regarding these vulnerabilities and what can be done to correct them, there are a few things you can do to help protect your phone. However, unfortunately, it does not guarantee your phone’s security.

Messaging Apps
While the default Messaging app in KitKat does not have the settings to turn off automatic MMS downloads, Lollipop Messaging, Hangouts and Google Messenger do have this setting. However, by default, they are set to automatically retrieve MMS messages. Please follow the steps below to disable that feature.

Within Messaging (Lollipop)
    1. Tap Menu (three vertical dots) in the top right hand corner.
    2. Tap Settings.
    3. Under Multimedia (MMS) messages, ensure “Auto-retrieve” is unchecked.

 

        Within Hangouts
    1. Tap the top left corner to bring out the menu.
    2. Tap Settings.
    3. Tap SMS.
    4. Ensure "Auto retrieve MMS" is unchecked.

 

        Within Google Messenger
    1. Tap the Menu key in the top right.
    2. Tap Settings.
    3. Tap Advanced.
    4. Ensure "Auto-retrieve" is unchecked.
kashley

Emoji! :)

Posted by kashley Jul 24, 2015
kashley

Salsa!

Posted by kashley Jul 23, 2015

Today we announce our second project in Republic Labs, Salsa, to test a new feature, cell to WiFi handover. To view the full announcement, head over to our blog, PWK. And check back on PWK tomorrow for another announcement (<- hint, hint).

kashley

Lollipop for Moto X (2nd Gen.)

Posted by kashley Jul 15, 2015

Following a successful soak test on over 2000 devices over the past week, the Android OS 5.1 (Lollipop) will be released to all Moto X (2nd Gen.) devices starting today, Wednesday July 15, at 11:30 ET.


You can wait for a notification to appear on your phone in the next few days. Or, if you're super eager, you can manually update to Lollipop right now. The download will require 880MB of memory and you must be on WiFi for the length of the download (which could take up to 45 minutes). For information on installing system updates, please review the How to install system updates instructions.


Our Knowledge Center documents for Moto X (2nd Gen.) are being updated to reflect the Lollipop updates and will be published over the next few days. In the meantime, please submit a help ticket if you need assistance with installing or using Lollipop.

 

Curious about the story behind system installs and how we update our phones? Read our blog post, "Behind the Curtain: A Look at the Timing of Android Lollipop 5.1" on PWK.

Today we launch a new phone in the Republic Wireless lineup - Moto E (2nd Gen.) with 4G LTE

 

For details about this phone, check out our blog post announcement and the Overview and Tech Specs our Knowledge Base. To purchase a Moto E (2nd Gen), visit our store!

 

In addition, we’re dropping the price on the Moto G from $149 to $99. Check out the deal here.

You probably already guessed this from the flurry of document updates this morning, but I thought we'd make it official here on Community, too. Please check out our new blog post on PWK - Announcing Republic Refund Plans.

shannono

Moto X (2nd Gen.) New Price

Posted by shannono Jun 30, 2015

   Republic Wireless Moto X (2nd Gen.) phones have a new price tag, $299. Available now in our online store.unnamed.jpg

We've just published release notes from our first lab, Maestro! Head over to PWK to read the results, and click here to discuss with our Community.

Some Moto X (2nd Gen.) users are experiencing a loss of 3G Cellular Data due to a network change that happened last week. We apologize for the situation. Together with our network partner, we’ve identified the cause and developed a solution. You can follow our progress on our system status page.


A profile update was pushed to the set of affected phones on 6/24 and again on 6/25. We will repeat this profile update push to affected devices as needed. During the profile update, you won't see a notification and possibly won't be aware of the update at all; the phone will reboot itself as part of the update. You should immediately regain 3G cell data after the reboot.


If you experienced the loss of 3G cell data, please do not perform a manual profile update unless instructed by the Republic Wireless support team. A manual update will overwrite the automated update and may cause your phone to lose 3G cell data again. We are working with our partner to address this side effect.


Again, we apologize for the inconvenience caused. If you have additional questions, please submit a Help ticket and reference master ticket 523429 to discuss your situation with someone on our Help team.

Please be aware that if you are sending a support ticket in from a Yahoo email address, you may not receive a response from our support team.  It appears that some responses to Yahoo accounts are not being received by Yahoo. We are working on this with our partner and will keep you updated as we have more information.


If you need to submit a new ticket, please use our online support form.

 

We're sorry for the inconvenience.

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